An Escalation Representative is a support person, who undertakes the job of solving high-level issues and provides advice, support, and help to the end-users and clients who use the company’s equipment. While the job duties vary based on the type of working field, the following are certain core and common work tasks mentioned on the Escalation Representative Resume – handling all escalated issues, testing and evaluating the network systems, ensuring all network connectivity is secure and operations, troubleshooting LAN, and WAN and internet systems; and a good understanding of the problems of the clients.
To work at this level, the following skills are required – technical knowledge, listening skills, telephone etiquette, superb customer service skills; strong writing skills, the ability to handle real-time web chat interactions effectively. A relevant degree is normally required for this role.
Objective : Obtain a full time career with growth potential where I am able to use my exceptional service skills, organisational skills and dependable leadership abilities, Synthesizer results from all channels of communication (internal and external) to develop business case for the product's launch, Building rapport with clients, partners, suppliers, influencer's.
Provided immediate coaching and feedback to ADT employees to assist with customers questions in a professional and helpful manner, while maintaining ADT's financial objectives and following policy and procedure guidelines.
Received and handled incoming escalated calls from external customers requiring additional assistance and immediate account resolution.
Gathered and analysed reports and data to identify up-training opportunities.
Determined and made key recommendations based on the data.
Responsible for recording and grading Customer Service/Collections calls and provided personal feedback and development.
Assisted with other projects as needed.
Experienced would assist collections department when staffing did not meet company needs.
Experience
2-5 Years
Level
Executive
Education
Bachelor's In Business
Escalation Representative Resume
Objective : Escalation Representative is responsible for escalation, including customer support, product support, and technical support.
Skills : Microsoft Office, Sharepoint, CollaborateMD, Availity, ICD-10 Codes, HIPAA, Medical Billing, Medicaid, Medical Coding, Customer Service , Call Center.
Description :
Contacted customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
Took inbound service calls assisting customers with accounts pertaining to all billing issues.
Acted as liaison between irate customers and management.
Reviewed credit card activity for unusual activity.
Worked with credit card customers to determine if their account was compromised.
Worked with law enforcement to provide information for potential court cases.
Resolved customer billing disputes Assisted customers with issues that could not be handled at agent level Answered customer calls during high call.
Experience
2-5 Years
Level
Executive
Education
Bachelor Of Arts
Escalation Representative Resume
Objective : As a Escalation Representative, responsible for Developing a strong business case for the project in order to secure funding, Establishing and maintaining relationships with key influence's of your project, Working closely with engineering team and revenue teams to ensure project completion, and also Working closely with sales/marketing teams to ensure continued success of your product after release.
Skills : Call Center Experience, Supervisor, Bilingual.
Description :
Answered phone calls, emails, and chat messages and log notes for these customer interactions into a CRM system.
Provided information and assistance to users on the use and management of their online school store.
Maximised customer satisfaction by correctly identifying and offering appropriate resolutions to their issue.
Improved the customer's perception and brand loyalty by listening to their concerns and communicating honestly.
Negotiated successful resolutions to escalated customer complaints, which ensures continued customer loyalty.
Ensured that the level of quality service provided to customers is in accordance with Canon ITS standards.
Treated the customer with respect and tact even under difficult conditions.
Experience
2-5 Years
Level
Junior
Education
Diploma
Escalation Representative Resume
Objective : To obtain a challenging position that harbors a teamwork approach and allows for personal and professional growth, Act as a liaison between the product manager and various departments in order to achieve overall project goals, Ensuring that all requirements are communicated clearly and consistently throughout the project life cycle, Communicating effectively with various departments regarding requirements.
Skills : Call Center Experience, Cashier, Ordering, Customer Service.
Description :
Worked in unison with multiple departments in order to research and resolve customer complaints.
Educated customers on account terms, conditions and policies.
Accountable for securing payments and reason for delinquency to best assist the customer with their hardship.
Set up and negotiated repayment plans or alternative assistance options for the customer.
Handled supervisor calls, offered coaching when needed to the escalating representative.
Ensured that all customer complaints were tracked and monitored and closed out once the issue was resolved.
Researched account inquires and customer complaints and provided any information needed to resolve the escalation.
Experience
2-5 Years
Level
Junior
Education
Diploma In General Education
Escalation Representative Resume
Headline : Escalation Representative with 6 years of experience in Identifying escalation paths and communicate them to engineering team, Communicating with external partners and customers about escalations, Communicating with engineering on product status, timelines, and performance issues, Facilitating product releases to support new features or functionality.
Skills : Training, Customer Service, Time Management, Team Building, Negotiation, Leadership.
Description :
Repeatedly recognised for top performance which led to promotion and selection for high priority initiatives.
Processed customer's request for service, and dispatched technicians to preform necessary repairs.
Informed consumers on product usage instructions, and preformed trouble shooting assistance for minor service issues.
Mediated and oversaw service issues that were escalated beyond Service Center to Corporate office.
Created and presented training materials and resources to implement a system to drive better customer relations.
Participated in training new hires, and motivated existing employees to strive for excellence.
Diffused escalated calls from front line customer service representatives requesting supervisor assistance.
Experience
5-7 Years
Level
Executive
Education
B.A. In Business Administration
Escalation Representative Resume
Summary : Consider myself a respected and dedicated professional with experience working with a diverse population; skilled at assessing needs, generating options, and implementing solutions in collaboration with other personnel while maintaining integrity and following company policy and procedures. I also have a willingness and interest in learning and incorporating new skills. Skills Administration Team Player Microsoft Office Word, Excel Analytical/Research Skills Data Entry Detailed Oriented Customer Service.
Skills : Customer Service, Multi Tasking.
Description :
Provided prompt resolution to medical provider inquiries by providing appropriate and accurate information, using the highest quality customer service standards.
Maintained diplomacy and consideration when dealing with irate or escalated calls.
Responded to medical provider's questions via telephone, email or written correspondence regarding insurance benefits, provider contracts, eligibility and claims.
Analysed problems and provides information/solutions.
Made adjustment on medical claims.
Developed and maintained positive provider relations and coordinate with various departments within the company to ensure provider request and questions are handled appropriately and in a timely manner.
Assisted with provider and member correspondence to ensure claims processed accordingly to Health Insurance Plan Benefits and Medicare guidelines.
Experience
10+ Years
Level
Senior
Education
Diploma In General Studies
Escalation Representative Resume
Objective : Highly organised with the ability to manage operational work as well as official documents; I have the ability to identify time management opportunities and work harmoniously to enact change with management and associates to enhance workplace efficiency; able to work independently and/or in a shared workspace with focus and under pressure while meeting scheduling expectations and oriented project deadlines; maintain an extreme business focus.
Skills : Critical Thinking, Communication, Computer , Six Sigma, Problem Solving, Decision Making.
Description :
USA Assisted customers by phone to detect technical problems.
Resolved escalated customer issues our first line representatives could not handle.
Ran security checks on customer orders to detect potential fraud.
Maintained records of tasks completed throughout the day.
Responded to customer inquiries by email.
Maintained accurate Coordination of Benefits files from internal and external Health Plans.
Re-Capped claims that processed out of turn incorrectly and performed corrections.
Experience
2-5 Years
Level
Executive
Education
MS
Escalation Representative Resume
Summary : Escalation Representative with 8 years of experience in Initiating escalation processes and policies for customer service issues, Managing escalation processes as needed to ensure resolution of escalated problems, Answering complaints related to technical support or product issues, Providing training in escalation procedures and policies.
Conducted audits to ensure compliance and fairness of customers on recorded calls.
Worked individual portfolio as assigned on an as needed basis to efficiently correct credit errors or other bank discrepancies regarding, but not limited to, excess charge of over- limit fee, late fee, and real time decline of purchase transaction.
Responded to escalated requests within 24 hours.
Provided follow up on unresolved escalations or other customer support issues after first contact has been made.
Provided a referral to appropriate team members or internal resources when needed.
Communicated with the appropriate team members as needed.
Defined the escalation process for each product request.
Experience
7-10 Years
Level
Management
Education
Master's
Escalation Representative Resume
Objective : A self-motivated Escalation Representative professional committed to success. Versatile skill set with experience in customer service, management, and written and oral communication. Proven ability to manage a high volume workload in a calm and constructive manner with a solid record of success in trouble shooting and problem resolution.
Skills : Account Management, Business Analysis.
Description :
Built documentation for each specific escalation request.
Built a detailed escalation plan for each specific escalation request.
Communicated your escalation plan with engineering and sales teams so they can understand the scope of work needed to meet the customer's needs in advance of the delivery date.
Worked closely with engineering and sales to ensure that escalations are always executed as expected and on time.
Ensured that all escalations are completed on time as promised.
Ensured that escalations meet customer needs in advance of their delivery dates.
Acted as a leader within the company.
Experience
2-5 Years
Level
Executive
Education
High School Diploma
Escalation Representative Resume
Objective : Escalation Representative is responsible for Identifying escalation issues and escalate them to the appropriate escalation level, Communicating with customers and prospects in a clear, concise manner, Tracking customer complaints and their resolution (for example: Customer A complains about product X and Customer B complains about product Y).
Skills : Customer Care, Networking, Planning.
Description :
Communicated effectively with all departments, including sales, engineering and support, to build relationships and resolve escalated issues.
Built strong relationships with key stakeholders in the organization.
Communicated effectively on behalf of a team member or customer within the organization.
Led discussions internally on how to resolve escalated issues as quickly as possible.
Ensured that customers are getting what they need from their products and services.
Actively engaged with the customer on a regular basis and use this communication to build trust and positive experience.
Ensured that the escalation process is effective in resolving escalations within a given time frame, while still meeting business goals.
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